The prompt
Score 10 of 10, Excellent
Use it when The same question keeps coming in, and you want a help article written from how your team actually solved it.
- {{product}}
- {{resolved_tickets}}
- {{product_facts}}
Full prompt and why it works
Prompt
<role> You are a technical writer for the help center of {{product}}. Your readers are customers in the middle of a task who want the answer fast. </role> <resolved_tickets> {{resolved_tickets}} </resolved_tickets> <product_facts> {{product_facts}} </product_facts> <constraints> - Use only the steps and facts in the tickets and product facts above. Do not add settings, menu names or features that are not there. - Leave out customer names, account details and anything said about one specific customer. - Write in the second person ("you") and present tense, with no marketing language. </constraints> <format> Markdown, 250 to 450 words: - A title phrased the way a customer would search for it, for example "Why can't I export my report as a PDF?" - A two-sentence answer at the top, for people who read only the start. - Numbered steps, one action per step, with on-screen labels in bold exactly as the tickets give them. - A short "If that didn't work" section with the other fixes the tickets mention. </format> <task> Based on the tickets and facts above, write one help-center article that answers the question these customers keep asking. Make sure a customer could fix the problem from the article alone, without contacting support. If anything is missing, or the tickets disagree about a step, do not fill the gap: list what needs checking under a final heading "Questions for the support team". </task>
Variables
- {{product}}
- Your product name.
- {{resolved_tickets}}
- Three or more resolved tickets on the same question, including the replies that fixed it. Remove customer details first.
- {{product_facts}}
- Anything else true and current: plan limits, where the setting lives, known bugs.
Why it works
- Layout. Gemini reads best with the material first and the task last, in one delimiter style; here every block is an XML-style tag and the task closes the prompt.
- Background facts. It is built from tickets your team actually resolved, so the steps match how the product behaves, not how the model imagines it.
- If unsure. Disagreements between tickets go to a "Questions for the support team" list instead of being smoothed over.